Walk the Draft Reply Gate
Use a three-pass review to approve, revise, or reject an AI-generated support reply. through a decision walk activity.
Draft Replies Maya has 19 refund tickets in the queue and the AI draft sounds polished: "Your refund has been processed." The order history only shows "refund requested." One careless click creates a false promise, a reopened ticket, and a chargeback threat. The learner has to choose the next support move under realistic queue pressure. Decision path Draft Replies: signal before action A draft reply is not an answer; it is a candidate answer. The research on proactive response assistance in customer service shows why this matters: useful suggestions often need long-term context, investigative questions, and agent judgment, not just…
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